Ericsson is the world's leading provider of communications technology and services. Our offering comprises services, software and infrastructure within Information and Communications Technology for telecom operators and other industries. We are enabling the Networked Society with efficient real-time solutions that allow us all to study, work and live our lives more freely, in sustainable societies around the world.
We are recruiting to fill the following position:
Job Title: Engagement lead
Requisition ID: 00083639
Location: Lagos
Responsibilities
- Accountable for customer centric offerings, including re-use, based on the complete Ericsson portfolio and 3PP.
- Responsible for creating and taking forward offerings to existing or new markets and customers with potential for substantial growth through innovative business and go-to-market models, cross all engagement models.
- Responsible for sales of offerings within respective practice.
- Partner with the KAM/AM in driving customer engagements by providing thought leadership and support in identifying and capturing opportunities.
- Responsible for creating a highly capable and experienced organization, able to work with C-level with customers, long term engagements and to prove Ericsson credibility in the field with successful business cases.
- Collaborate so that the engagement team performs as one unit and delivers the expected results for pre-sales activities.
- Ensure a continuous customer dialogue – “meet customer every week”.
- Initiative and participate in internal competence building and knowledge sharing.
- Understand customer needs, translate them in delivery actions in order to ensure customer satisfaction.
- Support the preparation and participate in SDP meeting.
- Support the commercial management in the subject of Customer Support if required.
- Proactively engage with our customer to create up sales and successfully renegotiations. (e.g., add-on sales).
- Guide the bid/tender office in the GSC India.
- Ability to prioritize and take decisions that serve Ericsson’s best interests, rather than one account.
Strategic Role
- As part of the EP team, translates customer needs, identified technology and non-technology opportunities into detail offerings, solutions and proposals.
- Provides expertise in customer support value creation and business case modeling.
- Interacts with customers’ C-level e.g.COO, CTO, CMO and CFO units (or their equivalent) and middle management.
- Works closely with the various departments (i.e. competence domain, CS Delivery team, Commercial mgmt and Pricing resources) to meet identified customer and business needs.
- It would be a definite advantage to have a broad high level appreciation of Ericsson products and solutions.
- Follow the customer support engagement model and ways of working.
- Close collaboration with the corresponding managed services engagement leads in order to ensure profitability for both, managed services and customer support.
Accountabilities
- Perform as single point of contact for customers, CU-heads and KAMs – Head of Operations “extended arm” in the customer unit(s).
- Drive customer support engagement activities together with the customer unit(s).
- Implement strategies, processes and directives as well as proactively propose improvements of these.
- Act as a business developer lead and drive profitable up-sales.
Required Competencies
Human Competences
- Ability to lead teams in a complex customer organization and complex situations.
- People leadership, senior capability in managing customers including their C-level.
- Relationship building, negotiation, selling.
- Teamwork/team-building (work with others in a professional manner to achieve goal, build trust, motivates)
Business Competences
- Good knowledge of products and systems in the customer network for the customer units.
- Capability to have high level customer interaction, building trust.
- Good knowledge of the customer support product portfolio.
- Good knowledge of customer support delivery.
Professional/Technical Competences
- Ericsson customer support product portfolio
- Capability to work on customer support sales process (the engagement model), tools and methods.
- Good knowledge of the customer support value creation tool
- Good financial understanding
Qualifications
- 5-10 years’ experience of relationship sales
- 5-10 years of experience from ICT industry
- Minimum 5 years in leadership positions for job stage 7 and upwards
- Qualifications and experience may differ depending on size and scope of position
Application Closing Date
26th July, 2013
Method Of Application
Interested and qualified candidates should:
Click here to apply
Note: when the page comes up, select Nigeria in the location option box, then Click search for jobs, click on Engagement lead, and Click apply online to apply